Director /Senior Manager Operations

Job Description DIRECTOR/Senior Manager OF OPERATION JOB DESCRIPTION Job Title: Director/Senior Manager BPO Operations Location: Chennai We are looking fro Senior Manger and Director Operations Shift Timings-7pm to 4am. Department: Operations Role Summary We are seeking a dynamic and results-driven Director/Senior Manger of BPO Operations to lead our operational strategy, client delivery, and transformation initiatives. The ideal candidate is a strategic thinker, a decisive leader, and a strong influencer who can align teams around key priorities, communicate effectively with clients, and ensure delivery excellence across all operations. Key Responsibilities Operational Leadership - Oversee end-to-end BPO operations across multiple lines of business, ensuring SLAs, quality, and client satisfaction targets are consistently met. - Translate corporate strategy into actionable operational goals and performance metrics. - Quickly assess project status through precise, high-value questioning and data-driven insights. - Drive efficiency, accuracy, and process discipline across delivery functions. Client & Stakeholder Management - Serve as the primary escalation and relationship point for key clients. - Communicate expectations clearly and ensure consistent delivery against commitments. - Build trusted partnerships through proactive engagement, transparency, and accountability. - Close client feedback loops swiftly with clear action ownership. Leadership & People Development - Inspire and influence large, diverse teams to deliver business outcomes. - Build a culture of ownership, accountability, and high performance. - Coach senior managers and VPs to think strategically and execute effectively. - Identify and develop emerging talent for future leadership roles. Change Management & Transformation - Drive company-wide initiatives and align teams with the CEO's strategic vision. - Lead operational transformation, automation, and process improvement programs. - Champion adoption of new tools, systems, and operating models across the organization. - Track, measure, and communicate progress and impact of key initiatives. Governance, Risk, and Compliance - Ensure compliance with all operational, financial, and regulatory requirements. - Manage budgets, P&L performance, and cost optimization. - Maintain strong governance frameworks and audit readiness. - Identify and mitigate operational risks proactively. Key Skills & Competencies - Strategic and Analytical Thinking: Ability to quickly understand business performance with minimal inputs and make informed decisions. - Operational Excellence: Deep understanding of BPO operations, performance metrics, and process improvement methodologies (Lean/Six Sigma preferred). - Influential Leadership: Inspires and drives large teams toward shared goals; builds alignment across cross-functional groups. - Client Relationship Management: Strong communicator who manages expectations confidently and builds long-term partnerships. - Change Leadership: Proven experience driving organizational transformation and team adoption of new processes or technologies. - Executive Communication: Exceptional clarity, presence, and precision in leadership and client discussions. - Financial Acumen: Strong command of operational budgets, cost structures, and P&L ownership. - Innovation Mindset: Continuously seeks opportunities to enhance efficiency through automation, analytics, or workflow optimization. Qualifications - Bachelor's or Master's degree in Business Administration, Operations Management, or a related field. - 1218 years of progressive experience in BPO / Shared Services Operations, with at least 5 years in a senior leadership role. - Proven track record of leading multi-site operations, managing large teams, and delivering strong client outcomes. - Certifications in Lean, Six Sigma, or Project Management are a plus. Success Traits - Strategic yet hands-on mindset. - Influential communicator with executive presence. - Strong problem solver who thrives in fast-paced, evolving environments. - Passionate about building teams, driving accountability, and delivering excellence.